Return & Refund Policy

We want you to feel confident when ordering from Falyali. If a product is not right for you, eligible items may be returned within 30 days from the date they are delivered.

This policy explains the conditions for returns, exchanges and refunds, as well as how we handle products that arrive damaged, defective or different from what was ordered.

1. Our Return Policy

Falyali offers the following return conditions:

Policy detail	Falyali terms
Return period	30 days from delivery
Refund processing	Within 10 days after approval
Restocking fee	No fee
Voluntary return shipping	Paid by the customer
Damaged, defective or incorrect products	Handled by Falyali
Exchanges	Available where stock permits
Return destination	Provided after authorization
Return method	Mail or courier

Our 30-day return period is provided for customer convenience and does not reduce any mandatory rights that may otherwise apply.

2. Where This Policy Applies

This policy applies to eligible Falyali orders delivered to:

Australia, Belgium, Canada, Spain, France, Italy, Netherlands, New Zealand, Sweden, United Kingdom and United States.

3. Requesting a Return or Refund

For the fastest and easiest way to request a return, refund or exchange, we recommend replying directly to the original order confirmation email sent for your purchase.

Replying to that email helps our support team identify your order more quickly and keeps the request connected to the correct purchase information.

In your reply, please include:

• The item you wish to return

• The reason for the request

• Whether you are requesting a refund or exchange

• Clear photographs where the product is damaged, defective or incorrect

If you are unable to locate or reply to your original order confirmation, you may contact us at support@falyali.com and provide your order number with your full name used in the order together with the information above.

Return or refund requests should be submitted within 30 days of receiving your order, where applicable under this policy.

Our team will review the request and, once authorized, send you the instructions required to complete the return.

This will include the appropriate authorized return address.

Please wait for our instructions before sending anything back.

Falyali's business address is:

29 Felton Lane, Winford, Bristol, England, BS40 8AD

This address is not automatically a return destination. Products should only be sent to the return address specifically provided by our support team for the relevant return.

4. Condition of Returned Products

Customers are welcome to inspect and try their products appropriately before deciding whether to keep them.

For standard returns relating to size, fit, colour preference or change of mind, the item should remain in a condition that allows us to inspect and, where appropriate, resell it.

Returned items should generally be:

• Unused beyond reasonable inspection

• Unwashed

• Free from stains, marks, odours or avoidable damage

• Returned with original tags where provided

• Returned with the original product packaging where reasonably possible

For footwear, you may try the product on indoors and on a clean surface to check the size and fit.

Footwear returned for reasons such as sizing, fit or change of mind should not have been worn outdoors or used for walking, running, training or normal daily use.

The soles should remain clean and free from noticeable wear.

If your footwear arrived in a branded product box, please keep that box in reasonable condition. The product box should not be used as the shipping parcel itself, and return labels should not be attached directly to it.

Different considerations apply where the product is genuinely damaged, defective, incorrect or otherwise affected by a confirmed product issue.

5. Change of Mind, Size, Colour or Fit

You may return an eligible product during the 30-day return period if, for example:

• You change your mind

• You selected the wrong size

• The fit is not suitable

• You would prefer another colour

These are considered voluntary returns.

For voluntary returns, the customer is responsible for arranging and paying for transportation of the item to the return address provided by Falyali.

There is no restocking fee.

We recommend using a tracked shipping method and retaining the tracking information and proof of postage until the return has been completed.

Where the customer arranges the return shipment, responsibility for the parcel remains with the customer while it is in transit back to the authorized destination, subject to any applicable protections.

6. Concerns About Product Quality or Expectations

We understand that customers may sometimes receive a product and feel that its appearance, finish, construction, feel or overall characteristics are different from what they personally expected.

A concern of this nature does not, by itself, establish that the product is damaged, defective or incorrect.

Where the product received corresponds with the information presented on Falyali and there is no confirmed defect, shipping damage or incorrect fulfilment, the request will normally be treated as a standard voluntary return.

In such cases:

• The customer may request a return within the applicable return period.

• The product must normally be returned before a full refund can be completed.

• The customer is responsible for arranging and paying for the return shipment.

• Falyali will provide the authorized return destination after reviewing the request.

• The returned item will be inspected before the refund is finalized.

A customer cannot normally receive a full refund while also keeping the product simply because its perceived quality, appearance or characteristics did not meet personal expectations.

In some circumstances, Falyali may propose a partial refund without requiring the item to be returned as an alternative resolution.

Any partial-refund proposal is made at Falyali's discretion based on the individual circumstances and is not automatically available for every request.

If our review instead confirms a significant defect, material product issue or another condition that means the item does not reasonably correspond with the product information supplied, the matter will be handled under the damaged or defective product rules below.

7. Discounted and Sale Items

Products purchased during a promotion or at a discounted price are not automatically excluded from our return policy.

Eligible discounted products can be returned within the same 30-day period, provided the applicable return conditions are met.

8. Exchanges

If you like the product but need another available size or colour, you may request an exchange.

For the quickest handling, reply directly to your original order confirmation email and tell us:

• The item being exchanged

• The replacement size or colour requested

If you cannot locate the order confirmation, you may instead contact support@falyali.com and include your order number.

For exchanges based on personal preference, sizing or fit, the customer is responsible for returning the original product to the authorized return destination.

Once the item arrives and passes inspection, we will arrange the replacement if the requested option remains available.

If it is no longer in stock, we will contact you regarding the available options, which may include another suitable variation or a refund.

If you wish to purchase an entirely different product rather than another variation of the original item, returning the existing item and placing a new order may be more practical.

9. Damaged, Defective or Incorrect Products

Please contact us promptly if your order:

• Arrives damaged

• Contains a material defect

• Has suffered significant shipping damage

• Contains a product different from what you ordered

• Contains a size, colour or variant different from the one ordered

For faster handling, please reply to the original order confirmation email whenever possible.

When reporting an issue, please provide:

• A description of the problem

• Clear photographs of the product

• Photographs of the packaging or shipping label where relevant

If you cannot reply to your order confirmation, contact support@falyali.com and include your order number.

Our team will review the information supplied.

Where the issue is confirmed as relating to the product, fulfilment or shipping, Falyali will provide an appropriate resolution depending on the circumstances.

This may include:

• Replacement

• Exchange

• Refund

• Partial refund

• Another appropriate resolution

Where Falyali has sent the wrong size, colour or variant, we will normally first seek to provide the correct version where it remains available.

A customer selecting the correct product themselves and later discovering that the size, fit or colour is unsuitable is treated differently. That situation falls under the voluntary return or exchange rules rather than being treated as an incorrect-item claim.

Where a product is confirmed as damaged, defective or incorrectly supplied, Falyali will handle reasonable return costs where applicable under this policy.

10. Inspection of Returned Items

All returned products are reviewed after reaching the authorized return destination.

During inspection, we may verify:

• That the returned item is the correct product

• That it corresponds with the approved return request

• Its overall condition

• Whether packaging, components or accessories that formed part of the product are included

If additional information is required, our support team may contact you.

For voluntary returns, signs of use or damage beyond what would reasonably be necessary to inspect the product may affect return eligibility or the refundable amount where applicable.

11. Refund Processing

Once an authorized return has been received, inspected and approved, Falyali will process the applicable refund within 10 days.

Refunds are normally returned to the same payment method used to place the original order.

Once Falyali submits the refund, your bank, card provider or payment service may require additional processing time before the amount appears in your account.

If more than 15 days have passed after we confirmed that your refund was processed, please contact us and we will review the available transaction information.

Except where Falyali expressly approves a resolution that does not require the product to be returned, a full refund for a returnable item will normally only be completed once the authorized return has arrived and been approved.

12. Refund Amounts

For an approved return, the refund normally covers the eligible amount originally paid for the returned product.

Falyali does not charge a restocking fee.

Standard shipping is provided free of charge for supported Falyali orders, so there is normally no original standard delivery charge to deduct from the refund.

Where a product is confirmed as damaged, defective, incorrect or otherwise subject to a different approved resolution, the amount refunded will be handled according to the circumstances of that case.

Receiving a full refund does not normally allow the customer to retain the product where a return has been requested.

13. Return Destinations

Falyali accepts eligible returns from customers throughout its supported markets.

However, the appropriate return destination may vary according to the order, product or fulfilment arrangement.

For this reason, customers should never independently select or assume a return address.

The correct destination will be provided by our support team after the return request has been reviewed.

For voluntary returns, the customer is responsible for return transportation unless Falyali confirms a different arrangement.

International return costs may vary depending on the country, carrier and service selected. Using a tracked shipping service is strongly recommended.

Customers who wish to ask about the return destination applicable to their location before ordering may contact our support team.

14. Taxes, Duties and Import Charges

Falyali's delivery structure is designed so that customers do not have to pay separate taxes, customs duties, import charges or customs-clearance fees in addition to the final checkout amount.

These charges are Falyali's responsibility and are normally included in the product price or paid as part of the fulfilment and delivery process.

In rare cases, a carrier, customs authority or local delivery partner may unexpectedly request payment of a tax, customs duty or import-related charge when the order arrives, even though the applicable amount has already been covered in advance.

If this happens, please keep clear proof of the amount charged and paid, such as a receipt, carrier invoice, customs document or other payment confirmation, and contact our support team.

Once the charge has been reviewed and verified, Falyali will refund the eligible amount paid by the customer.

For faster assistance, we recommend replying directly to your original order confirmation email and attaching the relevant proof of payment. If you cannot access that email, you may contact support@falyali.com and include your order number with your full name used in the order.

These situations are uncommon and may occur because of occasional logistics, customs-processing or carrier-related issues.

Customers should therefore not normally expect to pay additional duties or import taxes beyond the amount shown at checkout.

If a return later affects any tax, duty or import-related amount associated with the original transaction, it will be handled according to the circumstances of that return.

15. Returns Lost in Transit

Customers arranging their own voluntary return should use a tracked service whenever possible.

Please keep:

• The tracking number

• Proof of postage

• Any return receipt

• Relevant carrier documentation

If a customer-arranged return does not reach the authorized destination, we may request evidence that the parcel was correctly sent before determining the appropriate next step.

Where Falyali has arranged the return transportation directly, we will handle any carrier investigation required if the parcel is lost while returning to us.

16. Cancellations Before Shipment

Cancellation and return requests apply at different stages of an order.

You may request cancellation within 4 hours of placing your order.

After this period, we may still be able to cancel the order if it has not yet been fulfilled or prepared for shipment.

Once fulfilment has progressed too far or the parcel has already been dispatched, cancellation may no longer be possible. In that situation, the return procedure described in this policy will normally apply after delivery.

Falyali charges no cancellation fee.

Further details are available in our separate Cancellation Policy.

17. Consumer Protections

Our return policy is intended to provide a clear and practical process for customers while preserving any mandatory consumer protections that apply to an order.

Nothing in this policy is intended to remove or limit rights that cannot legally be excluded.

18. Contact Us

For return, refund, exchange or product-related assistance, the recommended method is to reply directly to your original order confirmation email. This normally allows us to identify and review your order more quickly.

If you cannot access the original confirmation email, you may contact us using the details below:

Email: support@falyali.com
Phone: +44 7456 059780
Business address: 29 Felton Lane, Winford, Bristol, England, BS40 8AD

Opening hours:

Monday to Friday: 9:00 AM – 4:30 PM (UTC+0)
Saturday and Sunday: 10:00 AM – 2:00 PM (UTC+0)

Messages received outside these hours will be reviewed during the next available support period.